Payments & General
+ What payment methods do you accept?
All our orders are processed securely through PayPal. But you DON'T need a PayPal account to pay with a credit or debit card. Simply click on 'Pay with Dedit or Crebit Card' when the payment window appears in order to pay with a major debit or credit card.
+ What is your refund policy?
You can view our Refund Policy here.
In short, we're confident that you'll love your unique artwork, but in the unlikely event that you're not 100% happy, we will give you a full 30-day refund on receipt of the product to our UK returns address. Return postal costs will be refunded too. If for some reason you are not completely satisfied with your artwork and you wish to return your purchase, you’ll need to email firstname.lastname@example.org to obtain an Return Merchandise Authorization (RMA) number. Once you have obtained your authorization number please follow these instructions to return your purchase:
- Make sure the item and its gift box are both in resalable condition (i.e. have not been damaged).
- Enclose a copy of your invoice (or the invoice number and invoice date) with the returned scroll so that we can issue the correct refund.
- Returns must be sent postpaid to: Bestroke, 4 Elmsmere Road, Manchester, M20 6FL, UK.
If you have additional questions about our returns policy, please e-mail us at email@example.com
+ Do your prices include VAT?
Yes. The prices you see on the website include VAT.
+ Tell me about shipping, is it free?
Yes! We offer free standard shipping with China Post's e-packet service on all of our products. This option can take 2-3 weeks. We also offer a paid express service via DHL that takes approximately 10-14 days, and costs €17.
Our artists require up to four days to complete your artwork. After which, your item will be shipped at the rate you selected when you placed your order. We have included the time it takes our artist to create your work in these timings, however they should still be considered approximate.
If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.
+ Can I track my order?
Once your item(s) have been shipped, we will send you a tracking number to confirm the shipment. You may use this tracking number on the shipping company’s website to track your order. Note: tracking numbers can only be provided once your art work is complete and shipped (4-5 days after you place your order).
+ Do you do ship worldwide?
Yes. Our free shipping via China Post e-packet covers the following countries: USA, Australia, Canada, UK, France, Russia, Israel, Ukraine, Brazil, Germany, Sweden, Norway, Korea, Spain, Greece, Malaysia, Singapore, New Zeland, Italy, Austria, Belgium, Switzherland, Denmark, Netherlands, Poland, Turkey, Finland, Ireland, Portugal, Mexico. Shipping to other countries may take longer.
+ Will I have to pay customs duty or other taxes?
No. We use a customs agent to help us with our shipping. This means we can cover any and all other duties or taxes. You only pay the price shown on the website.
+ Where are your products sourced and shipped from?
All of our products are produced to order by our artists in mainland China. They are shipped from Chengdu, China.
+ Are the gift boxes free?
Yes, every one of our products will come in a silk gift box. The Bespoke Name Translation Scroll and Bespoke Chinese Proverb Scroll products come in silk gift-tubes (like poster tubes), whereas our Bespoke Wedding Gift Scrolls come in a rectangular gift box (please see pictures in the shop for examples).
+ What calligraphy style will my artwork be written in?
Over the past 5000 years the Chinese written language has been continually evolving. There are many scripts. Our products are written in the semi-cursive script. This script combines the regimentation of the regular script with the flow and energy of the cursive script. If you are especially interested in commissioning work in other script, contact us for more details.
+ Will my artwork be written in traditional or simplified characters?
Our artwork are written in simplified chinese Character, which is the standard written language of mainland China. If you would like to order work in traditional chinese, please email us in advance at firstname.lastname@example.org
+ Can I order a scroll in a different colour?
We currently only offer scrolls in gold or white/silver. We are working to offer more colours in the future.
+ I already have a Chinese name, I don't need a translation.
No problem! Simply input your Chinese name (in Chinese characters) into the name field when you place an order for a Bespoke Name Translation Scroll or Bespoke Wedding Gift Scroll.
+ How can I hang the artwork in my home?
Every silk scroll has a ribbon on the top designed to hang the artwork. You can hang the piece on a nail, or adhesive wall fitting using this ribbon.